WFM Manager | Teleperformance Aura

Teleperformance; Philippines; On-site; PHP 900,000 - 1,650,000; Full time

Job summary

Teleperformance is seeking a WFM Manager to lead and optimize workforce planning strategies across our contact center operations.

You will forecast demand, monitor intraday performance, and drive staffing to meet SLAs while controlling costs. Collaboration with Operations, HR, and Training is essential to align recruitment and attrition trends. You will mentor WFM analysts and contribute to analytics improvements across the organization.

Qualifications

• Minimum of 3–5 years of experience in Workforce Management within a contact center or service operations environment.
• Strong proficiency in WFM platforms.
• Advanced skills in Excel, data analysis, and reporting tools.
• Proven ability to lead teams, manage multiple priorities, and influence cross-functional stakeholders.

Responsibilities

• Develop and maintain forecasting models based on historical data, trends, and seasonal patterns.
• Oversee real-time monitoring of service levels, adherence, and intraday performance.
• Lead capacity planning and staffing strategies to meet SLAs and budget targets.
• Manage scheduling processes, including shift bids, time-off planning, and exception handling.
• Collaborate with Operations, HR, and Training to align workforce plans with recruitment, onboarding, and attrition trends.
• Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
• Drive continuous improvement in WFM tools, processes, and analytics capabilities.
• Mentor and develop WFM analysts and schedulers to build a high-performing team.

Skills

Team leadership

Stakeholder influence

Data analysis

Tools

WFM platforms

Excel

Reporting tools

Job description

The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities

• Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.

• Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.

• Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.

• Manage scheduling processes, including shift bids, time-off planning, and exception handling.

• Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.

• Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.

• Drive continuous improvement in WFM tools, processes, and analytics capabilities.

• Mentor and develop WFM analysts and schedulers to build a high-performing team.

Required Qualifications

• Minimum of 3–5 years of experience in Workforce Management within a contact center or service operations environment.

• Strong proficiency in WFM platforms

• Advanced skills in Excel, data analysis, and reporting tools.

• Proven ability to lead teams, manage multiple priorities, and influence cross-functional stakeholders.